James Horne

Background

About James Horne

System Monitoring Support Specialist Summary: Experienced professional offering dedicated support for CBP LMR Wireless Network Operation Center (WNOC) with a focus on system monitoring, technical troubleshooting, and customer assistance. Proven ability to diagnose and resolve complex technical issues in a 24x7x365 environment. Known for providing effective solutions, collaborating with internal teams, and contributing to process improvements. Key Responsibilities: • Monitored and managed CBP’s TACCOM LMR interface network and service restoration. • Served as the initial point of contact for customers seeking technical assistance via phone and email. • Conducted remote troubleshooting using diagnostic techniques, guiding customers through issue resolution. • Ensured proper escalation of unresolved issues to internal teams and documented events and resolutions. • Proactively identified and proposed enhancements to procedures for optimizing efficiency. • Took ownership of customer-reported problems, seeing them through to resolution. • Researched, diagnosed, and provided solutions to customer issues, ensuring timely feedback. • Maintained network performance monitoring and reported on availability, utilization, throughput, and latency. • Installed, configured, and maintained software and hardware according to specifications. • Collaborated with vendors and IT personnel to resolve technical problems and ensure smooth operations. • Documented knowledge in the form of knowledge base tech notes and articles. • Conducted hardware checks and ensured functionality of computer equipment. • Assisted in staging and preparing TACCOM LMR Equipment for field deployment. • Supported nonproduction systems in the test laboratory by setting up equipment, performing technical testing, and packaging equipment. • Provided first-level OTAR Duty Technical support as required. • Performed Motorola radio console password resets. • Contributed to adhoc technical events and projects. Skills: • Technical Troubleshooting • Remote Assistance • Customer Support • Problem Resolution • Network Monitoring • Process Improvement • Documentation • Hardware/Software Installation • Collaboration • Test Laboratory Support Availability: Flexible to work additional hours/days in a 24x7x365 environment.